Complaints Procedure for Self Storage Shepherd's Bush
This complaints procedure explains how you can raise concerns about services provided by Self Storage Shepherd's Bush and how we will respond. It applies to all customers using our storage units and any associated services, including handling and removal support connected to moving your possessions into or out of our facilities.
Our Commitment to You
We aim to provide a reliable, secure and efficient service for all customers, whether you are storing household items, business stock or using our site as part of a wider move. If something goes wrong, we want to know about it so we can put it right and improve our services for the future.
We will treat every complaint seriously, fairly and with respect. We will handle your information confidentially and in line with our privacy practices. Making a complaint will not affect your right to receive services from us.
What This Procedure Covers
This procedure covers complaints about the services and customer care provided by Self Storage Shepherd's Bush, including:
Service quality and availability at our storage facility.
Conduct, behaviour or attitude of our staff or contractors.
Issues relating to access to your unit and the handling of your stored goods on site.
Concerns linked to removal-related activities arranged through us or taking place on our premises, including collection or delivery coordination, vehicle access and assistance with loading or unloading.
Matters relating to safety, cleanliness or condition of the storage areas, loading bays or associated facilities.
This procedure does not cover disagreements relating solely to third-party companies that you have contracted independently, or matters that are already being dealt with by solicitors, insurers or regulatory bodies. However, if you are unsure, you are welcome to raise your concerns and we will let you know whether they fall within this procedure.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible so we can address them quickly. You can make a complaint in the following ways:
Speak directly to a member of staff at our facility and explain the issue. We will always try to resolve matters immediately where possible.
Write to us, providing your full name, the name on your storage agreement if different, your unit reference where applicable, and a clear description of your concerns, including dates, times and any relevant details about the services or removal-related activities involved.
If your complaint relates to a particular incident involving staff or contractors, please give as much information as you can, including what happened, who was involved and how the situation has affected you.
Information We Need From You
To help us investigate and respond to your complaint efficiently, please include the following where relevant:
Your full name and contact details.
Your customer or contract reference and unit number if applicable.
The date on which the issue occurred and the services involved, for example storage, access assistance or removal support.
A clear explanation of your concern and what you feel went wrong.
Details of any steps already taken to try to resolve the matter, including any conversations with staff.
Any supporting information you consider relevant, such as photographs or written notes.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow these stages.
First response: We will acknowledge your complaint and confirm that it is being reviewed. Where the issue is straightforward, we may be able to offer an immediate explanation or solution.
Investigation: A member of our management team will review your complaint, speak with any staff or contractors involved and check any relevant records. For complaints concerning removal-related activities or loading and access issues, we may also review any site logs and security records where appropriate.
Outcome: After we have completed our investigation, we will explain our findings and any steps we propose to take. If we find that something has gone wrong, we will set out how we plan to put it right and what we will do to prevent a similar issue in future.
Timeframes for Response
We aim to deal with complaints as quickly as reasonably possible. Response times may vary depending on the complexity of the matter and the availability of information, but our general approach is as follows:
We aim to acknowledge your complaint promptly so you know it has been received.
We then aim to provide a full response within a reasonable period. If we need more time to investigate, we will let you know and explain why.
Where a complaint involves several parties or complex removal-related arrangements, the investigation may take longer. In such cases we will keep you informed of our progress.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed. A manager not previously involved in handling your complaint will look again at the details and consider whether the correct process was followed and whether the decision was fair and reasonable based on the information available.
If, after our review, you remain dissatisfied, you may wish to seek independent advice regarding your options, including potential escalation to relevant industry bodies, consumer organisations or legal advisers where appropriate.
Continuous Improvement
We view complaints as an important source of feedback and an opportunity to improve our storage and removal-related services. Where a complaint highlights a problem with our systems, processes or communication, we will consider whether changes are needed and how best to implement them.
We may use information from complaints, in de-identified form, to train our staff and contractors, to refine our procedures and to improve health, safety and access arrangements at our facility.
Confidentiality and Data Handling
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services. We will keep records of complaints and our responses in line with our data handling practices and any legal requirements that apply.
Accessibility of This Procedure
We want our complaints procedure to be accessible to all customers, including those using our facility in connection with home moves, business relocations or ongoing storage linked to removal services. If you need this procedure in a different format or require assistance in raising a complaint, please let a member of staff know and we will do our best to help.
